Field Reports

Learning to improve customer experiences by observing and analyzing service experiences in the field.
About The Field Reports - Please Read First

This section is not a complaints department.

We can learn the art of delivering outstanding experiences and service from businesses who excel at doing so. We can also learn by observing poor service and endeavouring to do better. This section provides concrete examples and identifies learning points.

We welcome comments but please let’s keep them positive 🙂

Cheers!

And the Winner is…

And the Winner is…

Rotary is a wonderful and generous international service organization. Its stated purpose is to bring together business and professional leaders in order to provide humanitarian service and to advance goodwill and peace around the world. My father has been a long-time...

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Systems = Leaky Bucket Plugs

Systems = Leaky Bucket Plugs

A while ago, I was staying at a beautiful resort. The suite was spacious and well appointed with many of the comforts of home, and then some. It boasted a large beautiful bedroom, grand bathroom with Jacuzzi, living room and a kitchen with an island. Shortly after...

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Gift-Wrapped Utensil!

Gift-Wrapped Utensil!

Here's another example of how easy it can be to exceed expectations, one small step at a time. Months ago, my wife and I ate at a Sushi restaurant, Mi•Ne Sushi, near Rogers Centre. Our waitress greeted us with a warm, genuine smile. The restaurant had a joyful...

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Timmy Delivered!

Timmy Delivered!

Popular coffee houses like Tim Horton's are often extremely busy. They have a set menu and you’re expected to quickly select from the offerings posted on the overhead displays. The only option for coffee drinks is usually the amount of sugar or cream/milk you'd like....

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Say It Like You Mean It

Say It Like You Mean It

I used to host my websites and my clients' websites on 1and1, a large web hosting company. Over the years the outsourced support deteriorated to a point where I moved my websites, along with all my client's websites, to another provider. Their bad customer service...

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“Easier for Me” … and Gone!

“Easier for Me” … and Gone!

Here's one experience I've never forgotten and is worth recounting. It's difficult to believe the lack of service that can be found in an industry where service should unequivocally reign: the restaurant business. A few years ago, friends and I went to Phil's Original...

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Something Missing?

Something Missing?

Some time ago I was walking on Yonge Street downtown Toronto and wanted a quick meal. I stopped at Villa Madina, a fast food chain which offers "Mediterranean cuisine with an emphasis on quality and convenience" I purchased a meal combo advertised as “Shawarma and a...

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One Banana Becomes Three

One Banana Becomes Three

A while back I was on a cruise with Norwegian Cruise Lines. Wanting to make a sundae at the self-serve buffet, I asked one of the buffet stewards if I could have a fresh banana. I had seen bananas at breakfast but none were displayed during lunch. With a big smile,...

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Too Many Apologies = Alarm

Too Many Apologies = Alarm

StackIdeas is a Malaysian company that develops and sells plugins for the Joomla Content Management System (CMS). Joomla is similar to WordPress, and a plugin is a "program" which adds functionality to Joomla. As a web designer/developer I used one of their products...

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